Job
Description
2. Core Responsibilities Support design and improvement of communications, driving for a high benchmark and ensuring we have collateral which is well received by our customers, delivers good outcomes for our business, and aligns with best practice across the industry. Support Head of Customer Journey Comms and Senior Customer Journey Communications to maintain all journey communications collateral, ensuring we have a clear communications inventory/ catalogue, and maintain record of version control and appropriate approvals. Work with the Operational, Digital, and Marketing teams to drive continuous improvements across our communications. Maintain effective working relationships across the business, and support Head of Customer Journey Comms and Senior Customer Journey Communications to deliver a portfolio of tactical and strategic customer communication projects that achieve better outcomes. Help to coordinate journey communication changes to ensure changes are appropriate for the customer, and delivered in a consistent, integrated, and relevant way. Support delivery of communication improvements in line with Regulatory change, proposition change and customer generated/insight led activity. PUBLIC Ensure you fully understand and comply with the organisation’s Risk Management Policies as they relate to your tasks, owned processes, and area of responsibility, and demonstrate in day-to-day work that you put customers at the heart of everything you do. Ensure you fully understand and comply with the organisation’s Data Governance Policies as they relate to area of responsibility and demonstrate in day-to-day activities that data is an important corporate asset which must be protected and managed. Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations. 3. Experience Requirements Experience of record-keeping, plus document and communications administration. Essential Experience of organising meetings, coordinating attendees, note-taking, reporting. Essential Experience of writing and producing customer communications, e.g. in a service role sending emails to customers or writing ad-hoc, manual letters to customers. Desirable Experience of supporting Customer Communications Management and working as a customer communications practitioner across financial services and/or servicing environments. Desirable 4. Knowledge Requirements Knowledge of customer comms management and governance processes, e.g. comms inventory creation and maintenance. Essential Knowledge of operational and customer service environments with working knowledge of deploying customer communications changes into these areas. Desirable Knowledge of customer communication design, writing, reviewing approaches, and ideal customer communication standards. Desirable Financial Services industry knowledge, incl. associated regulations and linked legislative frameworks and governance, e.g. Consumer Duty Regulation. Desirable 5. Skill and Competency Requirements Strong organisational approach, administration, note-taking skills Essential Stakeholder co-ordination and communication skills Essential Effective communication skills, and ability to produce written reporting to good standard, e.g. reporting to manager and other senior stakeholders, or when collaborating with business stakeholders. Essential Passionate about customers and delivering great outcomes and experience through best-in-class customer communications. Essential Works in a structured and logical way with a high degree of accuracy. Essential Delivery focused with logical and structured approach to problem solving and prioritisation. Essential Customer communication change management, governance, and sign-off skills. Desirable Customer communications proofreading, editing, writing skills. Desirable 6. Required Qualifications/Certifications GSCE/GCE qualifications in English and Maths (or equivalent). Essential
